Technical Support Administrator

The Technical Support Administrator is responsible for ensuring the logging and timely resolution of IT service requests, incidents, and problems by providing Level 1 and Level 2 Helpdesk Support to Cooper's Hawk restaurant and corporate office team members. Main tasks include troubleshooting and restoring services to hardware and software systems, PCs, printers, mobile devices, Point-of-Sale equipment, A/V equipment, and other IT and business systems within the Cooper's Hawk environment.

This position requires someone who is customer-service oriented and has strong troubleshooting skills, along with a natural curiosity and a strong desire to "figure it out" - someone who enjoys digging into issues, asking thoughtful questions, and seeing problems through to full resolution rather than settling for temporary fixes.

The hours for this position are on a flexible rotating schedule. This role is part of the Information Technology team, which is based out of the Restaurant Support Center in Downers Grove, IL, where we have a hybrid environment (minimum of 3 days a week on-site).

How You Will Succeed:

Incident & Request Management

• Log, prioritize, and resolve technical incidents and service requests across multi-state restaurant locations and the RSC via phone, email, chat, and Fresh service
• Ensure timely resolution and closure in alignment with SLAs and KPIs

Technical Troubleshooting & Support

• Diagnose and resolve issues across PCs, POS systems, mobile devices, printers, A/V equipment, and business applications
• Support installation, configuration, and ongoing maintenance of hardware, operating systems, network components, and software applications
• Troubleshoot connectivity (internet, telephony, network) and system performance issues

Escalation & Vendor Coordination

• Escalate complex issues to internal teams or third-party vendors as appropriate
• Coordinate with MSPs and vendors delivering on-site services to ensure high-quality support

Hardware, Software & Asset Management

• Provision, configure, and image new or repurposed equipment
• Process hardware and software requests in accordance with IT policies
• Maintain accurate inventory of hardware assets, supplies, and licenses

Documentation & Knowledge Management

• Document incidents, troubleshooting steps, and resolutions to drive knowledge sharing
• Create and maintain Knowledge Base articles and user-facing "how-to" guides

User Support & Account Administration

• Support onboarding/offboarding, including account provisioning, deprovisioning, and access management
• Provide training and guidance to team members on supported systems and applications

Operations & Continuous Improvement

• Assist with patch management and deployment of critical updates
• Contribute to the development and improvement of IT processes, procedures, and service delivery standards

Additional Responsibilities

• Participate in on-call rotation (evenings/weekends)
• Occasional travel to restaurant locations for support or new system deployments

What You'll Bring:

Required

• 3+ years of experience in a corporate helpdesk or technical support role
• Strong troubleshooting skills with a structured, methodical approach to problem-solving
• Excellent customer service mindset and communication skills
• Hands-on experience with:
• Windows environments and administration
• Microsoft 365, Active Directory, and endpoint security tools
• Desktops, laptops, POS systems, and peripherals
• Foundational networking knowledge (TCP/IP, DNS, DHCP)
• Strong organizational, prioritization, and time management skills
• Ability to communicate technical concepts clearly to non-technical users
• Adaptability and eagerness to learn new technologies in a fast-paced environment

Preferred

• CompTIA A+, Network+, or ITIL certifications
• Experience supporting multi-unit or hospitality/restaurant environments

Compensation Range: $55,000-$66,000. The final offered salary will be based on several factors, including but not limited to the candidate's depth of experience, skill set, qualifications, and internal pay equity.

What You'll Get:

• Incredible Discounts:
• Monthly Dining Allowance
• 50% Dining and Carryout
• 40% Retail Wine
• 20% Retail and Private Events
• Monthly Complimentary Wine Tasting for Two
• Medical, Prescription, Dental, Vision Insurance plus Telemedicine and Wellness Program
• Company Matching 401(k) Retirement Savings Plan
• Flexible Savings Accounts
  - Health and Dependent Care
• Health Savings Account
• Long-Term Disability;
  Voluntary Short-Term Disability
• Basic Life and AD&D Insurance (with option to purchase additional coverage)
• Paid Parental Leave
• Highly Competitive Pay plus Team Member Incentives & Rewards
• Paid Time Off
• Milestones Recognition Program
• Complimentary Gym Membership in RSC Building
• Hybrid Work Week (3 days in office, 2 days remote, depending on role)

Cooper's Hawk reviews several factors when establishing compensation. Salaries and hourly wages appearing in a job posting may be published by third parties and may not reflect the salaries or hourly wages offered by Cooper's Hawk.

Cooper's Hawk is an equal opportunity…